TY  - BOOK
AU  - Spector, Robert
TI  - Lessons from the Nordstrom Way: How Companies Are Emulating the #1 Customer Service Company
SN  - 9780471355946
U1  - 658.812 
PY  - 2001///
CY  - New York
PB  - John Wiley & Sons, Inc.
ER  -